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In a product or a service industry, improving customer experience doesn’t stop at closing the loop. You need to be able to identify and resolve organizational root causes to holistically improve customer experience.
If all you want is your Net Promoter Score (NPS) to be high, think again. NPS isn’t about just a score, it’s about addressing issues reported by your customers, closing the loop, building trust and ultimately reinforcing Customer Experience within your organization.
Closed-loop focuses on following up externally (with your customers), whereas, smart loop keeps your internal organization accountable for every customer interaction.
In QuestionPro CX, Smart Loop is an essential way to truly improve the organization from within, making sure that each department and team recognizes their contribution to the entire customer journey.
QuestionPro CX Smart Loop maps customer-reported issues, uncovers the root cause and helps fix internal processes. Smart Loop utilizes customer feedback from Closed-Loop, using that insight to map each issue to the corresponding departments, then reporting the trends in the CX role-based dashboards.
This way, all departments involved are proactive and held accountable throughout the entire customer journey. Within an organization, there are various departments that are directly responsible for the entire customer experience, it is important to hold each department responsible for their role in providing excellent customer experience.
The loop does not end here. Going further, as an organization, you are bound to collect feedback. Smart loop has the ability to provide power reporting that can help to resolve any internal bottlenecks.
The Smart Loop reporting is just one tool in QuestionPro’s CX system that helps you streamline and improve your Customer Experience. Once you know which departments are negatively affecting your NPS (or customer experience), related teams should meet and develop effective strategies to immediately resolve the issue. This system saves your organization’s time and money.